Workforce Administrator MBJ
CenterfieldCustomer Acquisition company
Montego Bay, JamaicaMid
Falcon Investment Advisors
H.I.G. Growth Partners
Operations & StrategyNew
About the role
TL;DR
Administers call center workforce schedules and monitors real-time traffic for optimal efficiency.
- •The Call Center Workforce Management (WFM) Administrator will partner with the Workforce Management team, monitors real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates.
- •Key Responsibilities Complete and manage schedule exceptions/adjustments for the company on a daily basis.
- •Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
- •Accurately track and manage contact center schedule adherence.
- •Prepare daily/weekly/monthly and ad-hoc reports and distribute to Management.
- •Conduct analysis and recommend solutions to real time performance issues.
- •Requirements Must be at least six months in current position.
- •Must have excellent Attendance & Punctuality record.
- •Prior workforce experience is an asset.
- •Available to work between the hours of 6 AM
- •1 AM and on weekends.
- •Intermediate or above Microsoft Office (I.e.
- •Excel, Word, PowerPoint) knowledge.
Required skills
ExcelPowerPoint
Tech stack
ExcelPowerPoint